Program Manager, D2AS Device Support Optimization

Job summary
Amazon revolutionized customer service, now we are changing what customers expect from technical support. We are Device, Digital and Alexa Support (D2AS), and we’re responsible for the Customer Service operations and tech support for all Amazon Devices & Services and Digital.

In this role you’ll be leading the device product and support experience for Devices & Services. You will advocate for the customer to improve the product and support experience and influence the product and feature roadmap impacting millions of customers.

Key job responsibilities
We are seeking an experienced Program Manager to join the Device, Digital and Alexa Support (D2AS) Team. You will be responsible for supporting and executing high-visibility, complex programs that directly impact the customer experience globally.
In this role you’ll be driving programs and activities in Customer Service for Amazon Devices & Services. You will advocate for the customer, work with the business to resolve areas of customer friction, and influence the product and feature roadmap for millions of customers.

You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, implementation, measurement, closure and handover. Your responsibilities will include:
• Define business and systems requirements working with internal and external customers.
• Execute the project plan from design to release, securing resources, and managing implementation.
• Clearly communicate goals, roles, responsibilities, and desired outcomes.
• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables.
Support partner teams to refine processes and increase efficiency in line with program objectives.
• Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
• Manage multiple internal and external, cross functional and remote stakeholders.
• Develop change processes associated with program rollout and ongoing support.
• Track delivery against program objectives and implement proposals to improve program services and efficiencies.
• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
• Drive strategic change across the broader D2AS team.

A day in the life
Build relationships with stakeholders, understand their priorities and support while continuing to advocate for the customer and improving the device, device software and technical support experience.

Identify new opportunities to improve the device, software and support experience. Assess and prioritize opportunities based on strategic goals, business needs and customer value.

Work collaboratively across the Device Support team to share insights, best practices, and discoveries to elevate the work of the team on behalf of the business and our customers.

Monitor progress against goals: anticipate risks, resolve issues, and implement proposals to improve program services and efficiency.

About the team
We are Device, Digital and Alexa Support (D2AS), and we’re responsible for the Customer Service operations and product experience for all Amazon Devices and Digital services, from the Kindle and Echo, to Amazon Music and Prime Video.

The Device Support team owns the entire Amazon Devices & Services portfolio, including Alexa, the Smart Home category, and also provides some support to our owned brands of Ring, Blink, and eero.

Basic Qualifications

• 3+ years experience in program or project management
• Experience using data and metrics to drive improvements
• Experience working cross functionally with tech and non-tech teams

As a successful candidate, you are motivated to take on new challenges and are a passionate learner. You will have:
• 4+ years of relevant work experience in project/program management and/or operations in a customer service environment; with success leading cross functional programs and the ability to influence and lead without direct management authority.

Preferred Qualifications

• Master’s Degree or MBA in a related discipline.
• PRINCE2/PMP Certification.
• Proficient oral and written communication, as well as the ability to persuade, inspire, and motivate others.
• Experience in process improvement using Lean and Kaizen methods.
• Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
• Background in Customer Service operations.


Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.